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Customer Care Specialist - Home Care

Company: Rochester General Health System
Location: Rochester
Posted on: June 12, 2021

Job Description:


To deliver superior customer service and support by answering incoming calls and identifying and assessing individual patient, customer and physician needs and action steps to satisfy those needs. Performs office functions that facilitate the efficient processing of referrals for initial delivery of patient care. Promotes patient satisfaction with RRH Home Health and Hospice services.

STATUS: Full Time

LOCATION: Monroe Avenue, Rochester

DEPARTMENT: Home Care Customer Service

SCHEDULE: Monday - Friday 8:30am-5pm


  • High School diploma, GED or equivalent work experience in a health care environment desirable.
  • 2-3 years of customer service experience required with 1 year of call center experience preferred.
  • Knowledge of medical terminology.
  • Strong communication skills.
  • Strong decision making and problem solving skills.
  • Strong data entry skills and proficiency use of computer (Word & Excel required)


Manages Phone Lines. Answers calls and obtains pertinent information to quickly and accurately identify and assess caller's needs and determine action steps to satisfy those needs while ensuring a high level of service.

Customer Service. Resolve basic types of customer service inquiries. Responds knowledgeably and professionally to inquiries regarding Home Health and Hospice services and programs.

Data Entry. Data entry of patient demographic information into computer system as assigned or as requested to assist Patient Care Coordinators and/or Home Care Coordinators.

Administrative Tasks. Processing of administrative tasks such as copying, faxing, referral distribution and other computer generated assignments.

Patient Check Ins. Telephones all patients prior to start of care to confirm their agreement for home care services and documents accordingly. Participates in customer satisfaction efforts to include surveying of patients by telephone.

Keywords: Rochester General Health System, Rochester , Customer Care Specialist - Home Care, Other , Rochester, New York

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